Customer Care Associate at Lattice
San Francisco, CA, US
Lattice is a performance management tool that helps People Ops teams develop and grow employees with goals, 1:1 meetings, real-time feedback & praise, and performance reviews. Our goal is to help employees find greater success and happiness in their work.
 
Since launching in 2016 we have grown to over 750 customers around the world. We have raised over $10 million in total funding from Thrive Capital, Khosla Ventures, Y Combinator, Slack Fund, Marc Benioff, and others.
 
About the Role
 
We are looking for a smart, capable, and compassionate go-getter to join us. Having a background in customer care is nice but not a requirement. Successful team members are fast-learners and are obsessed with giving our customers the best experience possible with prompt replies and solutions that work.
 
The Customer Care Associate is a trusted advisor for our customers. You will be responsible for helping customers learn how to use the Lattice platform, answering questions, and solving problems as they arise. Our customer care team has the full support of our product and engineering organization. We listen closely to our customers about their experience on our platform which helps inform our future product roadmap.
 
This role is perfect for someone who is a self-starter and a phenomenal teammate. We work hard to maintain our dynamic, motivated, and well-balanced culture. As a rapidly growing company, this is a great opportunity for people interested in learning new skills, cross-team collaboration, and career development.

Responsibilities

    • You will be responsible for successfully implementing our Customers onto Lattice.
    • You will act as the primary product and support specialist - you’ll know the product better than anybody and serve as a voice of the customer.
    • You will provide quality support via chat, phone, and email.
    • You will create and conduct product trainings and webinars to educate customers so they can engage, retain and grow their employee base.
    • You will monitor customer health and develop methods for customer re-engagement.
    • You goal will be to maintain high levels of customer satisfaction with a focus on customer delight while also iterating on and improving customer service techniques.
    • You'll learn to speak fluently about performance management and Lattice methodologies, acting as a trusted adviser to our users.

Preferred Qualifications

    • You have a bachelor’s Degree or equivalent work experience
    • You are passionate about making our customers personally and professionally successful
    • You have outstanding communication skills and ability to collaborate cross functionally
    • You have strength in multi-tasking, prioritization, attention to detail, and organization
    • You have an aptitude for learning new products and technologies
    • You are an excellent teammate who gives ideas to improve processes
    • You posses a solid work ethic
    • You show commitment to Lattice’s mission and values (customer obsession, effort, growth, empathy)
    • Nice to have: 1-2 years experience, with a preference for applicants with a customer success, account management, or sales background. That said, new grads are welcome to apply.

Why Lattice?

    • The opportunity to join a very fast growing company built by a smart and ambitious team that’s passionate about solving customers’ needs and loves coming to work every day. (That’s not rhetoric, we really mean it.)
    • A culture that supports and promotes professional growth and development
    • Competitive salary, equity, and benefits
    • Centrally located FiDi office
    • Flexible vacation/time-off policy
    • Other fun perks like continuous learning, office snacks & team trips